Complaint Details

Status	:	Closed
Complaint No	:	0037637/2014
Category	:	Consumer Goods
Date	:	29-11-2014
Subject Line	:	Croma Website Malfunction & Misleading Ads
Complainant	:	Ami Shah
Address	:	Dadabhai Road, B-15 Surekh CHS, Vile Parle (W)
Complainee	:	Croma Retail
Address	:

Complaint Details
Dear Sir,

I am saddened to inform that the CROMA REAL SALE is one of the biggest disasters and so is the customer care (Ms. Sindu and Mahesh Kumar). I purchased a split AC from the online store and made payment - partially using gift cards and partially using credit cards. I paid Rs. 12,000/- using gift cards and authorized a credit card payment of 17,1XX/- (onscreen balance amount to complete the transaction). However I was charged Rs. 18,6XX/- (realized when I received a sms from HDFC Bank). I called the customer care and the lady says that 5% Flat Discount offer is not valid if I purchase using gift cards. I have a few Qs here:

1) If I visit a physical store, would the teller not help me with this information? Similarly Croma website should have disabled the Gift Card payment mode when the coupon code is applied.
2) As a consumer, if I authorize a transaction worth Rs. 17,1XX/- is it ethical on part of the retailer to charge me extra? I believe that this is an offence as per the RBI guidelines.
3) If Croma website does not function properly, should their consumers be penalized?

Further this is how your customer care behaved:

1) I was contemplating what should be done if I need to cancel the order. The customer care lady said that if I wish to cancel the order I would have to pay 2% as cancellation charges. To that I reacted that this is highly unfair.
2) I asked for a call tracking number and she did not want to provide one. She said I will receive a call back within 24 working hours and that could be three working days.
3) I insisted for a complaint tracking number and she placed my call on hold for a long time. When she came back, I was told that she has cancelled my order and provided 100% refund as an exception.
4) Was this a favour or was it done to shut my voice and get rid of me? This is very ridiculous. Now I certainly can't let Croma get away...

Complaint Tracking No: SR29111400164
Date & Time of Call: Nov 29, 2014 and about 1:23PM (lasted for over 30 mins)

I spent time and efforts to research and buy product in the sale period so that I benefit. However the advertising claims are false; moreover I was charged additional that the authorized amount. By cancelling my order, Croma can't stop my voice. What's unfair is unfair and the company can't get away without providing a proper justification. Now, I definitely need the product at the price I was offered on the website. I have already sent this email to Croma customer care. A retailer of Croma's repute should seriously take measures to streamline processes for the online store.


Rgds
Ami Shah

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